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scause's profile

New Member

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6 Messages

Thursday, February 2nd, 2023 10:00 PM

Iphone trade in missing

I traded in an iphone over a month ago.  Shipped with the label provided by ATT.  No tracking updates since Jan 7.  No one at the post office or with ATT seems to be able to help.  Any way to get this resolved?  

ACE - Sage

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117.1K Messages

1 year ago

Do you have a receipt for turning it in at the post office?   

New Member

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6 Messages

1 year ago

I do not.  ATT sent a label so I dropped the box off at the post office.  But they show receiving it and it moving through their system.  But updates stop at Jan 7.    

ACE - Sage

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117.1K Messages

1 year ago

So despite not having a copy of the receipt, there is a tracking number that does track connected to USPS beyond the label being printed.   That's good. The Postal Service doesn't save that tracking information forever so look it up, take a screenshot of it and save proof of tracking. It should be picked up by either Pitney Bowes or DHL or whoever is The Courier for AT&T in that location. Trade-in phones do not go to AT&T. Your trade in phone goes to a mobile recycler in La Vergne Tennessee called hyla mobile. My first trade in moved the system very quickly during the summer and got to Tennessee in just a little over a week I think. The second phone circled Nashville for almost 3 weeks, and barely made it to its destination within the 30 days.  Not that it mattered because it was postmarked in time but it did make me nervous. I don't know why the second one took so long. It was late October rather than midsummer, but I don't know why that would make any difference

Community Support

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231.5K Messages

1 year ago

Hello @scause, we know how important it is to make sure the device you mailed back gets returned.

 

The amount of time it takes to have the device returned and process can vary depending on the carrier. It can take 1-3 billing cycles for the credit to be applied to your account.

 

If you used the return label that came with your new phone, please let us know. That label is for buyer's remorse and the return label to mail back your trade-in is sent separately.

 

In the meantime, you can track your trade-in status.

 

Let us know if there's anything else we can assist you with.

 

KristinA, AT&T Community Specialist

 

New Member

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6 Messages

1 year ago

I don't know which label was used as my son handled it and I just dropped off at the post office.  But the USPS tracking hasn't been updated since Jan 7 so it never made it to a destination.  If it was sent to the wrong ATT address, how will it be handled?  I'm not concerned about how long it takes to get the credit on my bill but I am concerned if you never receive the phone.  How does ATT handle if the phone is never located?  

Community Support

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231.5K Messages

1 year ago

Hi there @scause, we're here to assist you with tracking your device for your trade-in.

 

Let's meet in a direct message by locating the chat icon next to the bell icon in the upper right-hand corner of the forums page.

 

In the meantime, please gather your account information that will be used for a more private setting.

 

We look forward to assisting you soon.

 

Ashley, AT&T Community Specialist 

New Member

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6 Messages

1 year ago

sorry but i do not see a chat icon next to the bell icon on this forum page.  my account icon is to the right of the bell and att.com link is to the left.  Am i looking in the wrong place?  

Community Support

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231.5K Messages

1 year ago

Hi there @scause we thank you for your response.

 

The message icon would be at the top right next to the bell icon but only after a DM has been sent to you.

 

We hope this helps.

 

Ashley, AT&T Community Specialist 

New Member

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6 Messages

1 year ago

so are you sending me a DM?

ACE - Sage

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117.1K Messages

1 year ago

Refresh your page.  That should help show new notifications and direct message icon

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